Complaints

This profile includes complaints for MINI of Arlington's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MINI of Arlington

  2001 N Collins St Arlington, TX 76011

• 

  MINI of Arlington

  1105 E Lamar Blvd Arlington, TX 76011-4344

• 

  MINI of Arlington

  1105 East Lamar Blvd Arlington, TX 76011

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ongoing Repair Issues Unresolved for Three Months I am writing to formally express my frustration and disappointment regarding the ongoing repair of my *** 530i, which has been at your dealership for over three months without resolution. Despite multiple repair attempts, the issue remains unresolved, and I am left without a properly functioning vehicle.Key Concerns:Unreasonable Repair Timeframe Three months is an excessive period for a dealership of **** reputation to diagnose and repair a ***************** Burden During this time, I have been required to continue making payments on my car loan and insurance, even though I have been unable to use the vehicle.Lack of Resolution The ongoing delays and lack of a clear resolution are unacceptable, and I have lost both time and money due to this situation.Properly repair the vehicle immediately and ensure it is fully functional.Provide a replacement vehicle or offer a refund/credit for the three months of lost use (valued at $5,000).Buy back the vehicle or offer compensation for the financial losses I have incurred.

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my vehicle in for an oil change and alignment. I was offered a 3 year deal on the oil change and agreed, When the car was complete they stated something was wrong with the tire rod ends. I then took it to my mechanic that always does my major work due to the outrageous prices at the dealer ship. I was then told that the tire rods were bad and both inner and outer needed charging and I complied. Once repaired I called *** of Arlington to state the obvious that I still needed an alignment because I had paid for it and you did not complete. I was told by the advisor I would have to pay again and I asked to speak to the Manager. He stated the same thing and because I felt that was unfair he said he would speak to the technician and see what happened. He then stated the tech did half the job and I only paid half and I told him it was a coupon on line and I paid for a full alignment. He stated very rudely that he would do the alignment again. After bringing the car back now I they are saying I need struts. I feel that they are damaging items because it should have been stated that from when they said the tire rods were bad so again still no full alignment and now my struts are bad to get more money. Also they did not reset the oil change if they even changed it. I would like a refund of the difference of the 3 year oil change from the one time oil change and the alignment refund that is still stating now it couldnt be completed due to struts, why this wasnt told when the car was brought in the first time. never want to return to *** of Arlington for anything. I feel they unprofessional and damage the vehicles for more work to do. They never have loaners and they do not give accurate information because the video stated everything that was needed and when I got it all done a week later its something else.

  Business Response

  Date: 10/08/2024

  the alingment would not go into specs due to the tie rod ends being seized, cust had it repaired elsewere and as a courtesy we performed a second alignment and then found the struts is causing the alignment to not go into *** specifications. customer declined the repair 

• Initial Complaint

  Date:06/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a used Infiniti QX80 from this dealership on 5/17/24. The vehicle had low miles and we were assured was in great condition. We thought we had done our due diligence by shopping around and reading reviews. We traded in our used vehicle to them, and purchased this vehicle for $36k. As soon as we left the dealership with our new vehicle, the weather strip for the windshield began flopping very loudly. We called our car salesman and he instructed us to bring it back to have them fix it, which we did. They fixed the weather strip and then we drove home. When we arrived home, the check engine light came on as well as the emergency brake sensor. The vehicle was not driving well at all. Again, we immediately called our car salesman, and he apologized and asked us to bring it back the next day, which we did.We were given a very small rental car, despite being a very large family. From there, the situation just got worse. Every single day the vehicle was in the service department, we were given no information. We would call to ask, and were told "oh, let me check on it. I'll call right back." and not ONCE did we get a call back.We finally wrote a negative review (which we never do), and were able to get a manager to contact us. The managers would call us daily to update us. However, the vehicle was there another week. We were told it would be delivered to us this morning, and again it was not. They finally brought it back this evening at 8:30pm and THE CHECK ENGINE LIGHT AND SENSOR LIGHT WERE STILL ON. They had our vehicle for two weeks, and NOTHING was done on it.At this point, we will be voiding the sale and taking our business elsewhere, but it is a tremendous hassle. I am in tears right now at how difficult and frustrating this process has been. This has caused a tremendous strain on our family, as we have been without a vehicle that all of our children can fit in for 2 weeks now.

  Business Response

  Date: 06/03/2024

  deal was unwound and refund was issued 

  Customer Answer

  Date: 06/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:05/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 6, 2024, *** of Arlington picked up my car using their valet service to replace a tire. When they delivered my car back to me, it had a crack in the window. I contacted *** and they admitted that there was an additional crack. They offered $500 towards my insurance deductible to fix it. I denied that offer as *** should be responsible for windshield replacement since they caused the crack to happen while they had my car.I asked them to provide a different offer or resolution. They then responded by stating that I should contact a different company for replacement and pay for it myself.This is extremely poor consumer practices as they caused the crack in the first place. They need to resolve this ASAP as I have been a *** customer for 15+ years. They have yet to respond to my emails and look like they have blocked my email address.

  Business Response

  Date: 06/17/2024

  we picked up customers car for service, took pictures of the pre-existing cracked before pick up and showed customer. The windshield cracked spread at the crack that was pre-existing. Offered to assist if she wanted to file an insurance claim. Cust claims the crack on the windshield is a new crack on the pre-existing crack

   

  Customer Answer

  Date: 06/17/2024

  Complaint: 21773168
  
  I am rejecting this response because:

  The original crack was professionally filled in January and NEVER spread. The crack that came back after *** had my car in *** is much larger than the initial crack that was filled in January and that NEVER SPREAD until *** had my car. I shouldn't have to file an insurance claim and risk my insurance going up to fix something *** should fix since they are responsible for the much larger crack. How is this my fault? Also, they did not acknowledge the crack until I pointed it out to them. I feel as if they think this issue will go away but I know what is fair.

  I have been a long time customer with *** and plan to seek advice of an attorney if we cannot agree on a solution. This is extremely disappointing and I would expect *** to put their best foot forward in order to keep current customers happy. This has been a very disappointing experience due to lack of response from *** and unwillingness of working with me on an alternate solution. Not to mention they do not respond when reaching out to them.

  Regards,
  
  ********************

• Initial Complaint

  Date:05/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - Part of my purchase agreement and warranty with ******** Arlington was valet service for my annual services. -I called twice. Both times, service office could not schedule my maintenance, and I could not schedule online due to the distance of my home from the dealership. I am at the same address I was at when I bought the car and entered the agreement. Each time, I was assured a call back. No return call was ever made.-On my third call, I spoke with a manager who assured me that the director would call me back momentarily to schedule. Again, I never received a call back. -On my fourth call, I was placed on a lengthy hold and never assisted. -On my fifth call, I was able to schedule with someone for May 13. Unfortunately, that date no longer works. I canceled the appointment online and called to reschedule because, once again, I could not book online. -On my sixth call, I was told that someone from the advising side would have to schedule the appointment, even though there is proof that my canceled appointment had valet and a free rental included. I'm now waiting to see how long it will take to reschedule maintenance. This service is unresponsive and inadequate given the amount of money spent on my car and the promise of white-glove care.

  Business Response

  Date: 05/31/2024

  picked May 20th all repairs were done and sent back on May 21st

  Customer Answer

  Date: 06/03/2024

  Complaint: 21695163
  
  I am rejecting this response because the business did not contact me to apologize for the weeks it took to have my car serviced. Ultimately, it took nearly a dozen calls between myself and my husband to have my car brought in. I do not feel confident that this poor customer service issue has been resolved for the next time I need services. 
  
  Regards,
  
  *********************************

  Business Response

  Date: 06/03/2024

  I apologies for the unconvinced that caused you

   

   

• Initial Complaint

  Date:04/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1)On May 5, 2023 I purchased a 2024 *** X6 (serial number *********************************** from ***/********************** located at ***************************************************************************************. At the time of closing I realized the vehicle did not have a spare tire. *************, General Manager, got involved offered in writing to provide a spare tire. He also offered a loaner car whenever the new vehicle would be in for service.We are 10 months later and I have not received the spare. That offer was unethical, unprofessional and malicious.2)At time of delivery I received only one key and a folder with all the documents. The spare key was not in the folder. Once again, *************, is involved and unresolved issue.3)I have made an appointment for March 14, 2024 to take the car for its first scheduled service which would take between 90 minutes to 2 hours. I was assigned to Service Adviser named ******. She indicates that the car had a recall and needed to upgrade the software which will take about 3 hours, total 5 hours but will be ready the same day. It was not ready nor provided a loaner.She gave several excuses but no results, new Head Unit came in but did not work. Making an additional display of incompetence.After the first week of my car in the shop I had to threat with exposing in Facebook.This really called their attention and gave me a loaner car.To make a long story short, we are starting week 4 and no signs to have the car back anytime soon.My wife took the time to research the recalls on the vehicle and seems that the Head Unit had a manufacturing problem that causes malfunction (Recall 23V622000).Another recall is on the brakes (Recall 24V104000) because the Integrated brake (IB) system do not function properly 4)It is blatantly evident that I have been taken advantage of due to my age (I am 81 years old) and condition (Metastatic Cancer). Im proud of servicing my country as Navy Pilot but make me very sad to see how the people of ***/MINI of Arlington abuses people like me.

  Business Response

  Date: 06/17/2024

  gave customer 4500 credit to trade into another vehicle and she agreed. Purchased a new 2025 5 series

• Initial Complaint

  Date:02/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pre-own 2021 Mini ****** from Mini of Arlington. It was a Certified Pre-Own Vehicle. I only received one set of keys and fob. I was told by the salesperson a key and fob would be ordered. This never happened. I contacted them to find out that Mini of Arlington was not in service, and told when I had my first service at *************, which is close to my house, I could ask them to order the key and fob, pay for it, and mail the receipt to Mini of Arlington for reimbursement. ************* said they could not do that and when the service rep and I both tried contacting Mini of Arlington while I was there, the messages were not returned or were directed to a never ending phone tree. I have contacted the General Manager, *************, my salesperson, *********************************, and Finance Manager, *************************** with no response.

  Business Response

  Date: 06/17/2024

  Provided customer 2^nd key as requested 

  Customer Answer

  Date: 06/17/2024

  Complaint: 21239388
  
  I am rejecting this response because:

  Please see the attached invoice from April where I purchased another key fob from a different dealer.   I even submitted a claim through the Key Protection Plus that was sold to me for $800 when I purchased the car, but the claim was denied.  I even sent a note to the dealership with the receipt asking for reimbursement as promised.  I have yet to hear from them - see below:

  04/17/24
  ******,
  
  Attached is the text I just sent to ******. 
  
  Hello ******, since no one would respond to me or the BBB, I went ahead and purchased a second key fob from *** Mini of Plano.  It only took one day, unlike the story you told me.  So if I send you the receipt is there any chance of getting reimbursed as promised?  
  
  I would appreciate it if someone would respond.  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:01/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my car in to *** Arlington in Arlington, ***** to get my heater fixed, the heater started to smell like something was burning. They ran a diagnostic to fix my car and quoted me $****. I paid the price and a couple days later I get my car back and my air conditioner on the passenger side is completely messed up and the smell that I originally brought it in for, still existed. I brought it back to *** because that wasn't my problem when i originally brought it in, so they broke it and didn't mention anything. I brought it back to them at 8AM this morning and it was 3-4pm and they still haven't called me back to update me on my car. I called them and they said they still haven't looked at my car and told me to call back. They claimed they "missed" this and it's another $4000 to fix. I pay an absurd amount for this business to fix my car instead the mechanics returned my car with more problems and the business will not take accountability for it. The manager told me he would call me back today but he didnt. I had to go up to the business ************* still wont resolve my issue. This isnt the first time ive had a problem at this business. Ive brought my car for ************** forgot to put 3 bolts back into my tires on two tires. Another time i brought it in, they forgot to put the pieces back on my car and i had to bring it back to *********** had it there. I have video of what they said was broken the first time if you guys need that & now theyre claiming its something else after they fixed my car claiming that the initial **** would have fixed the smell that is still existing.

  Business Response

  Date: 06/17/2024

  Cust brought it in for a burning smell from vents, found heavily leaking oil from valve cover gasket. **** brought back claiming heater is not working correctly, found heater core blocked and coolant not flowing thought for heat to work. Totally different system of car and unrelated to previous repair. Offered customer off of repairs and customer declined

• Initial Complaint

  Date:09/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 1st 2023 I took my 2015 *** M5 into *** of Arlington (located in Arlington, **). At which time, I talked to ****** in the service department and advised him that my vehicle needed a timing chain/belt. ****** advised me to leave my vehicle and he would be in contact with me in a few days with the cost of repairs. Approximately one week later, ****** called me and stated that they needed to replace my old battery in order to get an accurate diagnostic reading. I hesitantly agreed as I had no other choice. Approximately one additional week passes and I called ****** to get an update. ****** informed me that my vehicle need a solenoid valve and the cost would be ********. I asked if he was sure and he stated yes and that he had the best guy in the shop to run the diagnostic. I told him ok and AGAIN, he said he will be in touch with me. I made several attempts to contact ****** but to no avail. On September 5, 2023, I went to *** of Arlington, ** to pick up my vehicle and was told that it was NOT the solenoid and that further diagnostics was necessary. I was LIVID and felt as though *** was trying to take advantage of a senior citizen. I went home and explained to my fiance what had happened. She called and talked to *********************** (service manager) on a recorded line which ****** was made aware and as I listened in. ****** apologized for ******'s mistake and that he would assign another advisor to the file. ****** also stated that there were some inaccuracies with the part number being used twice and that he would get with his shop ******* (***) and call my fiance back by noon September 6, 2023 with more details. September 6, at 1:30pm my fiance ****** called ****** as I listened in and got no answer. ****** called back and I was placed on a conference call. ****** stated that there was nothing he could do and that it would cost approximately ******** more dollars and if nothing found, *** would have to yet run more diagnostics. My fiance and I also left several messages for ********************* the service Director and NEVER received a return call. This is UNACCEPTABLE and *** should not be allowed to perform such unethical and unfair practices on ANY ONE AND DEFINITELY NOT SENIOR CITIZENS

  Business Response

  Date: 06/17/2024

  We repaired the most cost effective route per *** repair instructions which was the vanos solenoids, that didnt correct the issue as it needed the complete vanos unit. Offered customer credit towards the vanos units. Cust declined. Gave customer $750.00 off the original repair

• Initial Complaint

  Date:08/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Visited the *** July 7 for wind shield panel black strip to be replaced. Was replaced that same day was charged &400. Now I have the same issue the strip is sticking out from the side . Showed this to associate and she even said they replaced it wrong and it should be a different way. I wasnt even offered a loaner car, I have been 2 days without a car and associate contacts me late at 5pm stating that there are clips that holds the panel that are broken. Noting the this wasnt an issue the first time I got it replaced. Now they are stating I have to pay $1900 for those clips! In order for it to be fixed. This is a major inconvenience and very unprofessional on their part since I didnt have this issue when I came the first time. They didnt do it right the first time and now I have to pay $1900 for a mistake they made.

  Business Response

  Date: 06/17/2024

  Replaced clips for molding as a courtesy to customer, was not related to previous repairs